Betunlim Casino - El retiro del jugador se retrasa debido a la verificación de identidad.

I made some deposits and successfully withdrew up to 1,500.00 reais without any issues.

I was playing last week on 11/01 when I hit the jackpot in the game. I requested a withdrawal, and they refused. They asked for documents, which were rejected, and then requested documents again, which I sent. Now they're asking me to wait up to 14 days, claiming they have doubts about my identity. If I sent all the documents along with a selfie, what is the doubt? I hope they resolve my issue.

Fiz alguns depósitos e fiz saques até 1.500,00 reais, recebi sem problemas.

Estava jogando semana passada, no dia 01/11 estava jogando e caiu o jackpot para mim no jogo. Solicitei o saque e eles recusaram. Me pediram documentos e rejeitaram, pediram novamente documentos e eu enviei todos. Agora estão pedindo para esperar até 14 dias alegando dúvidas quanto a pessoa. Se eu mandei todos os documentos e com selfie, qual é a dúvida? Espero que resolvam meu problema.

Dear elirom,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Betunlim Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Is your account accessible to you? Can you log in?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Did you achieve your current balance with the help of a bonus? 
• Could you please list which documents you sent to the casino for verification?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello!

Access to the account is available, including being able to play and make deposits.

I played Bingo, Park bingo and the jackpot fell during the game. I don't use bonuses and I also don't accept bonuses when placing bets, precisely because I know the rules, I don't think it's worth it.

The documents I sent were my driver's license (a valid document in Brazil with a photo) and a selfie of me holding the license with the date and the name of the casino, which was required. By email I sent my valid professional license (OAB) in my country, my ID card, as well as the bank account card I use for withdrawals.

Olá!

O acesso a conta está disponível, inclusive podendo jogar e realizar depósitos.

Joguei Bingo, Park bingo e caiu o jackpot durante o jogo. Não utilizo bônus e também não aceito bônus ao fazer apostas, justamente por saber das regras, não acho que vale a pena.

Os documentos que enviei foi a CNH (documento válido no Brasil com foto) e selfie segurando a CNH com data e o nome do cassino, que foi exigido. Via email encaminhei minha carteira de Profissão (OAB) VÁLIDA em meu país, carteira de identidade, bem como cartão da conta bancária que utilizo para saque.

Good afternoon. I tried to contact you today and was ignored by support.

Boa tarde. Tentei contato hoje e fui ignorada pelo suporte.

Thanks for your reply.

Has the verification of your account been concluded?

If the issue persists, could you please forward the selfie you submitted to the casino to my email at tomas@casino.guru?

I apologize for the inconvenience.

Good morning!

My issue has not yet been resolved, and the verification has not yet been completed. I've forwarded the selfie to your e-mail

It remains the same.

Bom dia!

Minha questão ainda não foi resolvida, e a verificação ainda não foi concluída. Encaminhei a selfie em seu e-mail tomas@casino.guru

Permanece do mesmo jeito.

Thanks for your reply.

Could you please share with me the documents you submitted to the casino for verification? Send them to my email at tomas@casino.guru for review. I apologize for the inconvenience.

Hello!

Case solved

Thank you very much

Olá!

Caso solucionado

Muito obrigada

Dear elirom,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Tomas

Casino.Guru